Complaints

This profile includes complaints for Invitation Homes's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Invitation Homes

  5420 Lyndon B Johnson Fwy Ste 600 Dallas, TX 75240

• 

  Invitation Homes

  465 N Halstead St STE 150 Pasadena, CA 91107-6017

• 

  Invitation Homes

  600 N Pine Island Rd STE 100 Plantation, FL 33324

  
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  Invitation Homes IHRent

  1210 Northland Dr Ste 180 Mendota Heights, MN 55120

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  Invitation Homes

  3730 Kirby Dr Ste 104 Houston, TX 77098

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/12/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** had nothing but problems since I moved in Invitation Homes property. Back in June, I received an HOA violation for the weeds in the yard. I was charged an HOA penalty fee In which I paid, then I was emailed by Invitation Homes to take care of the weed. I purchased the weed killer and proceeded to take care of the weed. I was asked to upload pictures, but wasnt for certain which pictures they wanted so I sent pictures of the yard. They wanted pictures of the weed killer and the Receipt where I purchased the weed killer but I didn't have a clear understanding of what they were asking for so I called and nobody ever returned my call. Ive been reaching out to Invitation Homes since June and still have not spoken with anyone and here I am in September where they are now charging me $454 for sending somebody out for the weed that I had already started to treat. On top of that the guy that they sent out didnt even do the work but obviously got paid Im assuming. Ive emailed several people Ive left messages, but all Ive gotten is someone will call me back. They dont respond to emails, they dont return the calls. Thats not the way to do business. This is the worse company that *** ever rented from and wouldnt recommend them to anyone.

  Business Response

  Date: 09/18/2024

  Invitation Homes has received and reviewed **** ***** complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  The local management team attempted to reach ****, but their voicemail was full. A follow up email was sent to advise that we removed the *** chargeback from their account. We ask that **** responds to the email should they have additional questions or concerns.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau. 

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Overcharged on move out ; ledgers are modified to steal money. A truly dishonest company. They give the run around and make it difficult . Wanted to make deposit decisions without knowing the condition of the home originally .

  Business Response

  Date: 09/23/2024

  
  Invitation Homes has received and reviewed ****** Davidsons complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.         The local management team connected with ****** regarding the request for a refund.  Upon review of the account, ********************** advised ****** that an adjustment in the form of a refund for one day prorated rent would be completed. A revised move out statement letter would also be sent.     Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.  

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Invitation homes claim a lot of false things to take my security deposit and even charged me to pay them more money. It's a nightmare I contact them they claims they will be no refund and they not wiling do anything to resolve the concern .invitation homes charged us for past rent an utilities we were already paid we send them proof they do nothing ,they claim carpet damage by pet stain, all carpet was professionally cleaned and we never had pet .I have several pictures and video of the property before we move out. At the end of our lease we were asked to vacate the property because of our roommate nvitation homes charged us for rent of the month September .how can you charge me to pay you rent when you asked me to vacate. We charged $1287 for partial paint I need proof what cost all that amount. House was professionally cleaned invitation homes charged again. When move in to the property.I roaches was everywhere in the kitchen. We treat them but they never finally go away. Invitation homes charged me for roaches. When we move in only 2 blind was good ,we changed 4 blind ,but invitation homes charge us .there was a window broken we call several time to report it was us invitation homes have no proof ,they Don't do any investigations they just charged us for it.there is even more more charged I don't even talk about .90% claim they make is false .after you took my deposit and now you wanted me to pay you more for false claim. This is pure evil.

  Business Response

  Date: 09/12/2024

  Invitation Homes has received and reviewed Miseline Barbeaus complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.       
  
  The local management team connected with Miseline to explain why each charge is valid and provided photo documentation. We stand by our decision of not refunding the charges.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

  Customer Answer

  Date: 09/12/2024

  I am rejecting this response because: its a big lies we can't explain every charged and we did not ,because they are so wrong and unfair .you're charge me for rent and utilities I was already ******* are charge me large amount of money for little wear and tear ,you charge me for damages I don't responsible for, you charged me for cleaning while the house was already cleaned, you are charging for roaches a minute after move in to the property roaches was crawling all over the kitchen, Since we always have regular pest treatment .you are charging me for pest control , you are charging me for carpet cleaning,and and claim there was pet ,when carpet was cleaned and never had pet ,you are charging me for rent after I move out the ************************** charging me for flooring and so much more I don't mention. you  are claiming all my $1731 security deposit and charge me $2800 wrongfully and threaten to send me to collection if I Don't pay in full in 30 days .I I deeply regret renting from you.

  Business Response

  Date: 09/18/2024

  Invitation Homes has received and reviewed Miseline Barbeaus complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  An email was sent to Miseline on 9/12/24 that have responses to all items on the rebuttal. We explained why there was a cleaning charge on this email on item number 4.  We addressed pest control on item number 3.  We addressed the carpet on item number 6. We addressed the utilities on number 1.  We also provided photos on the email for their review.  We forwarded the email again today, 9/18/24 We ask that Miseline responds to the email if they have any questions or concerns. 
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau. 

  Customer Answer

  Date: 09/18/2024

  I am rejecting this response because: You response is not doing anything to resolve the problem, when we are just ripped off people and not provide any solution I'm not going to continue with this??.

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While renting a property with IH, we were without a working refrigerator for longer than a month.Arizona law states that a repair to a refrigerator must be done within 5 days of reporting the issue. Based on the untimely repair, we are entitled to our entire security deposit to be returned.

  Business Response

  Date: 09/17/2024

  Invitation Homes has received and reviewed **** ********* complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  **** seeks additional compensation for the time they were without a refrigerator. A standard concession was provided prior to **** moving.  Though Invitation Homes was not served a 10-day notice to make repairs, refunding the security deposit for the inconvenience and excessive time to make the repair is the right thing to do and Invitation Homes agrees to this request. The reason for the delay was a warranty. The part that was needed was not available.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau. 

• Initial Complaint

  Date:09/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved out of Invitation Homes (IH) Rental property in June. It was an early lease termination. I sent the early lease termination check, they can’t seem to find it, and they erroneously charged me for several items listed below. The biggest problem here is that no one is giving me a call back, I’ve emailed, called the local and national office. The national office is sending high priority messages to the local office and no one that can resolve this is calling or emailing me back. I’ve stated many times, that all I want to do is pay what’s owed and close this account. I do not want this on my credit as I have been very proactive and they have been unresponsive. Disputes: Weed spraying and abatement for $23.00. I was told specifically not to use weed spray because it would "kill the green" and would cause HOA to violate the residency for not having "grass". The "grass" was still in violation and Invitation Homes declared that it was not my responsibility. The Landscape initial clean-up/maintenance for $150.00. Could you explain what this is for? My front and back yard was litter and trash free. Steam Clean Carpet/Floor for $373.75. I was told to have the carpet professionally cleaned prior to leaving and to leave the receipt on the counter. I had a professional cleaner clean all the carpet. Please see attached receipt. Replace Light bulb for $2.13. All lights worked properly at move out. Security Deposit for $2,500.00. My deposit was transferred to **** *** **** ** after being approved for a different residency. I was charged the difference after move-in, in fact, I received a 3 -day eviction notice immediately upon moving in due to the difference not being charged.

  Business Response

  Date: 09/18/2024

  Invitation Homes has received and reviewed **** ******* complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  We are coordinating with **** and a vendor on the shower rebuild, we are planning to have this completed by September 23, 2024. We also removed the chargeback from ****** ledger.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau. 

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello. My name is ***** and I am hoping for some help. On August 4, 2023 we moved into a home we were renting who we initially signed with Streetlane Homes. At move in, we inspected the home and returned our move in inspection list. Later in the year, Invitation Homes bought out Streetlane. Unfortunately, IH then became our landlord. About 2 months before our lease was about to expire, ** let us know that they were selling so we would need to move at the end of lease. We moved out on 8/3/2024. Fast forward to 8/23/2024, ** sent us an email claiming we would not get our deposit back and we owe and additional $100 for damages and repairs. I did reach out and dispute these charges as I believe they are fixing up the house to have in excellent condition to sell. ** is claiming we left pet odors (we have no pet), damaged the carpet, painted walls and much more. I am not looking to dispute the landscaping as i know I didnt have time to finish the backyard. I have asked for invoices of such repairs. I havent heard back. I cannot let a big corporation like Invitation homes continue to take advantage. Please help us.

  Business Response

  Date: 09/17/2024

  Invitation Homes has received and reviewed ***** ********** complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  Invitation Homes was contacted by ***** about charges related to move-out damage. After further review, Invitation Homes agreed to remove some charge items such as paint, landscaping, and flooring. Should Dulce provide photos of the additional minor damages, Invitation Homes will review for additional adjustments.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau. 

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There is a water leak somewhere in the broken irrigation system resulting in a $2300 water bill, 10x more than the monthly bill. We called invitation homes and it was decided the bill was to be abated while maintenance came to evaluate the water break. The rent was paid and the bill abated, with the irrigation inspection to take place next month (the soonest available of three dates, the other two on days no one would be home as required). All parties agreed that there is a leak or malfunctioning water meter, and something is wrong. Residents of IH homes in *********** can not access or register the water bill on their own, it is held by the company and amount due added to the rent bill every month. Additionally, the payment portal can not accept partial payments, the payment amount must match the amount due. Invitation Homes removed the water bill charge and allowed the payment of the actual rent due to be processed. This evening I received a notice to pay the water bill or surrender the property in 3 days, with the threat of the notice being posted publicly on our door, humiliating our children and family as we will not be home to intercept the posting thereof. There is no one available to take my repeated phone calls, nor is anyone answering emails. Im forced to seek a consultation with an attorney at this point, as Invitation Homes has jeopardized the safety and housing status of my family.

  Customer Answer

  Date: 09/11/2024

  I was able to speak with a representative from Invitation homes yesterday, who assured me they were aware of everything in the file including the abated water bill, and that the 3 day notice was automatically generated but no legal action would be taken. 
  

  This evening I was served another 3 day notice to pay or quit, via process server. 

  Business Response

  Date: 09/16/2024

  Invitation Homes has received and reviewed ********* Grasshoppers complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  Our Portfolio Manager reached out to ********* and listened to their concerns and feedback. We were able to discuss our process and policies with ********* so they can understand the reason for our decisions. Currently, no billing adjustments are warranted.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau. 

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3 months ago. My neighbors lawn man . Hit an object on to my sliding door shattering it . I took out my camera immediately recorded it , and sent this to maintenance at invitations home. I also got the business card to the lawn care person who stated they would pay as they knew they shattered it . I spoke with maintenance who said they received the video and card . I even called back a month later to make sure I wasnt being charged . I was told no by the ********************. They said they saw nothing being charged to me. Foward September the first. I go to get gas and find I cant get gas. I call my bank inquiring why my card is blocked . They tell me invitations took over 600$ extra dollars leaving me with over draft fees. I pay my rent every month automatically never a problem for the four years Ive been living here. I called the local invitation office and spoke with ******* who explained they have the right to take extra money out of my account , and that they are not associated with their maintenance team.

  Business Response

  Date: 09/18/2024

  Invitation Homes has received and reviewed ***** ****** complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  The Portfolio Manager reached out to Ms. ****** to assist with her concern. We apologized for her experience and advised that her account was reviewed and settled. We also explained what our process and policy is. Ms. ****** did not agree with the information that was provided to her but we made sure to address all her questions.  
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau. 

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Invitation Homes was refusing the replace my ** unit after 3 ** techs came and told them that it needs to be replaced, each time with the ** going out. After the 3rd visit, they finally agreed to replace it. My ** was out for 14 days in August. The first time it was out, ** refused to provide me with any temp units and the second time, the finally provided me with temp units, after 5 days without **. Of course, the temp units they did provide were 2 of the smallest ones, which did not help my house any. It was over 100 degrees outside and inside my house was over 90 degrees WITH those units. Because of this, I was required to purchase additional units at my own expense. I have been requesting a reimbursement from ** regarding these purchases. ** put my request on ******** at the local office and the first date of contact was August 26th. After we mentioned the reimbursement, he stopped responding and finally responded days later, and we were told that we would have an answer by 9/6. It is now 9/9 and we still do not have any answer regarding this issue. I have emailed and called just simply trying to get an update but I cannot get ahold of anyone and nobody is wanting to respond to any of my attempts. I have already provided all receipts to **. I have also spoken to ******* at the ************** who was not nice at all and refused to help in any way. The way IH is handling this is completely unacceptable and unprofessional.

  Customer Answer

  Date: 09/16/2024

  IH (Invitation Homes) Has agreed to give a "Refund". Every communication I had with them they had said a reimbursement for my items. Now they came back and said they will give a concession for the days i was without AC. That is not what I wanted but okay. They said I was without AC for 14 days but they will only do a concession for 12 days because they don't count the day it was requested nor the day it was fixed. It was fixed at 7:30 PM so that was 19.5 hours I was without AC so I don't understand how they don't count that. The amount they are refunding is $632.90 and the amount for all the items that i had to purchase was $798. I believe the only reason they are doing the concession is because it is cheaper. I am not okay with that5 because I was never told anything about a concession and I was requesting a  reimbursement. They still owe around $165. 

  Business Response

  Date: 09/18/2024

  Invitation Homes has received and reviewed ***** ****** complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  ****** ******** (Portfolio Director) reviewed Dylans complaint and worked with the maintenance team regarding the concerns. Due to the age of the system, the ** unit was replaced. Additionally, ***** was provided a concession.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau. 

  Customer Answer

  Date: 09/18/2024

  I am rejecting this response because:   The AC was indeed completely replaced (only after 3 AC techs has to tell IH that it needed to be replaced) but what I was requesting was a reimbursement for the 4 items I had to purchase. The total for those items was $798 and the concession they gave me was only for $632.90. They calculated that number by taking the amount of days I was without AC and giving me that amount. They said I was without AC for 14 days but that they would only use 12 days for calculating the concession because they don't count the day the request was made nor the day the request was fixed. On the day it was fixed, it was not fully fixed until 7:30 PM. That means for 19.5 hours I was without AC, but they don't want to count that. Also, whenever I had communication with IH, they never told me anything about a concession, it was always regarding a reimbursement. My assumption is that they would calculate both options and go with whichever one is cheaper.

  Business Response

  Date: 09/26/2024

  Invitation Homes has received and reviewed ***** ****** complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  ****** ******** (Portfolio Director) reviewed Dylans rebuttal and worked with the billing team regarding their concerns. ***** was provided with a concession and informed reimbursement for personal property would not be provided.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau. 

  Customer Answer

  Date: 09/26/2024

  I am rejecting this response because:   Again, I was never told it would be a concession until after it was decided. Every time it was mentioned as a reimbursement. Never was it mentioned that there was an option of a concession. That is just the cheaper option. There is no reason why the concession shouldn't cover the first or last day. Especially on an issue regarding AC when it was over 100 degrees outside. Like I have said before, I had to make those purchases because it was extremely hot in my house and everyone refused to bring me any more portable units. Even with the portable units I was given, after having to call multiple times over multiple days to even get a response, it was still over 90 degrees in my house.

   

   

   

• Initial Complaint

  Date:09/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to file a complaint against Invitational Homes for ********************************************** On June 19th 2024 Invitational Homes maintenance scheduled Maintenance visit for the following day without consulting me. I called their maintenance **** and they moved the date out. Invitational Homes has a policy that if you do not give 24 hour notice of schedule change they charge the residence *****.I contacted Invitational Helpline in July and was told that a ****** ****** would need to issue a credit. Ms. ****** contacted me a week later and said she would put in a credit request. Could rent bill on August 1 no credit on account. I called Helpline again and was forwarded to Ms ******* phone line.I also sent email to all customer service representatives in August to ask for assistance. Ms. ******* ******* called me and assured me that she would check on progress and get back to me. I never heard from her again.When my September bill came up there was no credit. I called the helpdesk and was told there was no record of a credit request. Today 09/09/2024 I called and spoke to Zaulo and he states that a request was putt in by ***** ****** on August 9th and was awaiting approval. I would like for this issue to be resolved.Item 2 is the maintenance request for a leaking sh9ower enclosure. I put a maintenance request in on July 30th and have been sent through the ringer trying to motivate Invitational Homes and their vendors to complete the task. I have dealt with 4 different crews. Every time one crew finishes a step I have to ****** the maintenance department to get the next step schedule. The scheduling is usually 4-7 days out for each step.I am paying rent for the square footage of the master bath and not able to use it.This will be my second claim with BBB. The previous claim was 85% completed and I was polite enough to accept what I could get.

  Business Response

  Date: 09/23/2024

  
  Invitation Homes has received and reviewed **** ****** complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.         We are coordinating with **** and a vendor on the shower rebuild, we are planning to have this completed by September 23, 2024. We also removed the chargeback from ***** ledger.     Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.  

  Customer Answer

  Date: 09/23/2024

  I am rejecting this response because:   It is September 23rd and no work has been done on shower.  Contractor came last week and said they would put estimate in with Invitation homes.  I have received nothing back about that.

  I appreciate that it takes time.  But I have been stalled and ignored since July 30, 2024 on this work order.

  I await further compliance with maintenance department to complete the process.

   

  Very respecrfully yours,

   

  **** *****

  Business Response

  Date: 10/04/2024

  Invitation Homes has received and reviewed **** ****** complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.       
  
  This is still in process as we are working with a shower glass vendor to complete the re-build. The *** is TBD and we will be provide upon receipt as it is a custom made assembly.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau. 

  Customer Answer

  Date: 10/14/2024

  I am rejecting this response because:   Process still incomplete.  Waited a week to get a vendor assigned and 4 days to  to get inspection for estimate scheduled. And will have to continue to wait for the actual work to be done and scheduled. 

   

  I have emailed assigned representative (**** *****) to get information for scheduling of early termination of lease process.   No response as is usual customer response with ********************.

  Business Response

  Date: 10/16/2024

  Invitation Homes has received and reviewed **** ****** complaint to the Better Business Bureau. We value our customers and are working directly with our resident to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy.        
  
  The resolution is delayed due to Hurricane ******. We will be in touch with **** to assist.
  
  Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.